• Provide strong leadership to a team of collectors and customer service agent constantly evolving and increasingly complex business environment• Maintain effective credit and collections practices to minimize past-due payments and bad debt while preserving laser focus on adherence to all legal and compliance requirements• Develop and implement procedures to ensure efficient work flow in the processing and handling of delinquent accounts• Establish, measure and report on key performance metrics (department level and individual level KPIs) to assess departmental effectiveness and identify areas of weakness/opportunity• Recruit, hire and train new team members and manage staffing to ensure headcount levels are adequate to achieve outlined KPIs• Collaborate with senior leaders in Risk, Underwriting, Legal and Finance in creation and execution of pre and post-charge off collections and recoveries strategies• Identify and recommend advancements to all collections/recovery specific platforms, systems and tools to support operational effectiveness, improve customer experience, and to remain at the forefront of technology in the collections space• Liase with Accounting, IT, Operations and other departments for system glitches and operational blind-spots• Drive accountability of deliverables from team members and vendors

• Directed 4 Collection Managers, 4 Supervisors with approximately 60 collection agents nationally.• Oversee several public and private clients in Canada and US such as American Express (Global), Bank of America, MBNA, CIBC, TD, BMO, Diners, Ministry of Finance, Ministry of Labor, Rogers, Bell and Telus.• Manage corporate business practices and processes to ensure quality results for client while keeping costs controlled.• Contribute in forecasting, budgeting and delivery of contractual obligations to our clients. • Define and communicate client directives to downstream teams. • Oversee the creation and execution of the work plans, dialer and collection strategies. • Provide coaching, mentoring and assisting with career planning. • Foster a positive work environment with team activities to ensure high morale.

• Managed Supervisors with approximately 40 collection agents nationally.• Oversee the creation and execution of the work plans, dialer and collection strategies. • Provide coaching, mentoring and assisting with career planning. • Foster a positive work environment with team activities to ensure high morale.• Contribute in forecasting, budgeting and delivery of contractual obligations to our clients.• Arrange for debt repayment or establish repayment schedules, based on customer’s financial situation.• Persuade customers to pay amounts due on unsecured credit accounts.• Ensure the proper posting of all electronic payments made by the client base that has been assigned to you.• Determine appropriate plan of action for each delinquent account, i.e., email, telephone calls, skip tracing.• Contact clients regarding all delinquent account types, including negative balances, and handle all follow-up work related to the resolution of the arrears.• Prepare accounts for potential charge off.

• Notify debtors of overdue accounts and payments through phone or mail.• Ensure compliance in accordance to CCRA tax Laws.• Undertake debtor trace and locate efforts using search engines.• Set up and document payment arrangements with debtors.• Obtain and record current financial data from debtors.• Recommend account closure if payments are not being received.• Maintain records and files for customer accounts.• Meet recovery targets as set out, identify and escalate priority issues.